Queries, claims & useful documents

Useful information for customers who wish to make a claim, or have a query about an existing PPI policy sold by Northern Rock plc in the past.

Queries

If you arranged your current payment protection insurance policy through Northern Rock plc before 1 January 2010 and have a query about your policy, or need to amend your cover, just call the Cardif Pinnacle team on the number below (Cardif Pinnacle administer your policy).

If your query is about a claim, please contact your claims team on the phone number provided in the claims section.

Your insurance Contact number* Lines are open
Paysafe
Mortgage Payment Protection Insurance
0208 207 9000 8.30am – 6pm, Monday to Friday
PSL PPI
Personal Secured Loan Payment Protection Insurance
0208 207 9000 8.30am – 6pm, Monday to Friday
USL PPI
Unsecured Loan Payment Protection Insurance
0208 207 9000 8.30am – 6pm, Monday to Friday

Payment protection insurance arranged through Northern Rock plc before 1 January 2010 is underwritten by Pinnacle Insurance plc. Pinnacle Insurance plc is authorised and regulated by the Financial Conduct Authority. Cardif Pinnacle is a trading style of Pinnacle Insurance plc.

*Calls are charged at your service provider’s prevailing rate and may be monitored and recorded.

Claims

If you arranged your current payment protection insurance policy through Northern Rock plc before 1 January 2010 and need to make a claim, just call the Cardif Pinnacle claims team on the number below and they will let you know what to do next (Cardif Pinnacle administer your policy).

If you have a query that’s not related to a claim or need to amend your policy details, please call your payment protection insurance helpline provided in the queries section.

Your insurance Contact number* Lines are open
Paysafe
Mortgage Payment Protection Insurance
0344 5431163 8.30am – 6pm, Monday to Friday
PSL PPI
Personal Secured Loan Payment Protection Insurance
0344 5431163 8.30am – 6pm, Monday to Friday
USL PPI
Unsecured Loan Payment Protection Insurance
0344 5431163 8.30am – 6pm, Monday to Friday

Payment protection insurance arranged through Northern Rock plc before 1 January 2010 is underwritten by Pinnacle Insurance plc. Pinnacle Insurance plc is authorised and regulated by the Financial Conduct Authority. Cardif Pinnacle is a trading style of Pinnacle Insurance plc.

*Calls are charged at your service provider’s prevailing rate and may be monitored and recorded.

Payment Protection Insurance Claims Ratios for the year ended 31st December 2015

Payment Protection Insurance Product Claims Ratio Band
Mortgage Payment Protection Insurance 10%-20%
Personal Secured Loan Payment Protection Insurance <0%
Personal Unsecured Loan Payment Protection Insurance <0%
Useful Documents

If you arranged your current payment protection insurance policy through Northern Rock plc before 1 January 2010 and need a copy of your policy booklet, please call the Cardif Pinnacle payment protection insurance helpline provided in the queries drop down above. They will post your policy booklet to you and can help with any queries you have about your insurance (Cardif Pinnacle administer your policy).

Payment protection insurance arranged through Northern Rock plc before 1 January 2010 is underwritten by Pinnacle Insurance plc. Pinnacle Insurance plc is authorised and regulated by the Financial Conduct Authority. Cardif Pinnacle is a trading style of Pinnacle Insurance plc.

Please find the PPI questionnaire here on the Financial Ombudsman website. Once you've filled this in, print and post to NRAM Mortgage Operations

PO Box 625
Durham
DH1 9JJ.